Exam Glossary
| Term | Main definition |
|---|---|
| operational technology | The application of digital technology for detecting or causing changes in physical devices through monitoring and/or control. |
| operation | The routine running and management of an activity, product, service, or other configuration item. |
| operating model | A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself. |
| obtain/build | The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. |
| objectives and key results OKR | A framework for defining and tracking objectives and their outcomes. |
| net promoter score NPS | A metric used to measure customer loyalty; often used as a proxy to measure customer satisfaction. |
| multi-sourcing | The use of multiple service providers offering similar (if not the same) services, balancing the risks of relying on a single provider with the overhead of managing work across multiple providers. |
| monitoring and event management practice | The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. |
| monitoring | Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. |
| moment of truth | Any episode in which the customer or user comes into contact with an aspect of the organization and gets an impression of the quality of its service. It is the basis for setting and fulfilling client expectations and ultimately achieving client satisfaction. |
| modelling | The activity of creating, maintaining, and utilizing models. |
| model | A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships. |
| mission statement | A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done. |
| mission | A short but complete description of the overall purpose and intentions of an organization. |
| minimum viable product MVP | A product with just enough features to satisfy early customers, and to provide feedback for future product development. |
